marketing_ops · education · workflow
Verint Voice of the Customer Solutions Help Saint Louis University Improve Website Usability and Community Engagement
SLU's 9,000-page website serves approximately one million annual users across diverse constituents, making continuous feedback governance difficult. Periodic user studies were insufficient to ensure ongoing meaningful connections with prospective students, current students, and families.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Branching survey collection
Visitors are funneled into different survey options based on whether they had a good or bad experience.
Tools used
Verint Voice of the Customer solutionsVerint Survey ManagementVerint Predictive ModelingVerint Platform
Outcome
SLU can now stay abreast of and address issues across its 9,000-page website, surface issues beyond the website to improve programs and processes, and improve overall community engagement through continuous objective feedback measurement.
Results
Volumeapproximately one million
Grounding & classification
Source type: vendor customer story
22 fields verified against source quotes.
predictive analyticsform submissionnamed customerproduction runtime claimedtools describedworkflow describededucationcustomer satisfactionemployee productivityvendor customer storycustomer supportmarketing opsextract classify routemonitor detect alert